Desktop Support Manager
Resume:
Sameh Hanna
Contact Details
Prospect NSW 2148
Phone: 02 9622 3791
Mobile: 041*-***-***
Email: *******@*****.***
Objective
With over 15 years experience in IT Field Support at TAFE, I have gained a significant level of knowledge and experience. I developed a significant and advanced understanding of procedures and performed all my duties in accordance with confidential requirements and policies. I regularly use Application tools such as SCCM, Service Now, EMU, MAP, GAP and DMP, as well as have trained with CRM to efficiently perform my duties.
I am looking to further extend my experience in IT Support and Service desk or consultancy setting. I have an array of qualifications, most recently completing a CCNA academic course at Meadowbank TAFE. In addition, I am currently enrolled in the Microsoft Virtual Academy (Windows Server 2012 Virtualization, VMware Professionals, Build a Private Cloud with Windows Server & System, System Center 2012 Configuration Manager (SCCM) and Licensing the Microsoft Private Cloud). I also have the ability to learn new software.
Experience
13 July 2020 - Current
Datacom (NSW Department of Customer Service)
Parramatta NSW
Deskside Support
Throughout my career in this position I have held, I have had many responsibilities and duties that required several experiences. I have had many opportunities to highlight my organizational, and customer service skills. I had to repeatedly demonstrate my abilities in keeping detailed and updating Remedy knowledge base on regular bases, follow through, priorities and effective use of records. During the course my career I have dealt with many difficult situations in which I have proven my problem solving and logistical abilities, and my duties was:
Response 1st and 2nd level and supporting service desk in order to listen to, identify and resolve recurrent client requests.
Provide knowledge and technical advice to staff using the available tools and resources.
Maintain and update current knowledge bases with ICT updating ICT standard technology or SOE
Roll-out and deployment of Laptops.
Providing advice on procedures for hardware and software to protect systems from viruses and hacking.
Troubleshoot hardware, software and networking issues.
Helpdesk support with Service Now (Incident Console) and creating several knowledge bases articles.
Desktop support, both remotely and face to face.
Setup and troubleshoot local and network Printers, multifunction, scanners.
Building new PCs with System Centre Configuration Manager (SCCM)
Managing Applications with Azure, MS Endpoint and Active Directory.
Deploy images and packages to be installed on PC using USB and Azure.
Supporting and troubleshooting most Interactive System, including Smartboards, Video Conference, AMX (Audio Video Control Systems), Audio and Video Systems.
Creating and modifying scripts if needed.
Installing and updating several applications.
Installation of cabling data and phone lines.
March 2011- 10 July 2020
TAFE NSW
Kingswood TAFE
Computer Support Officer
Throughout my career in this position I have held, I have had many responsibilities and duties that required several experiences. I have had many opportunities to highlight my organizational, and customer service skills. I had to repeatedly demonstrate my abilities in keeping detailed and updating Remedy knowledge base on regular bases, follow through, priorities and effective use of records. During the course my career I have dealt with many difficult situations in which I have proven my problem solving and logistical abilities, and my duties was:
Response 1st and 2nd level and supporting service desk in order to listen to, identify and resolve recurrent client requests.
Provide knowledge and technical advice to staff using the available tools and resources.
Maintain and update current knowledge bases with ICT updating ICT standard technology or MOE
Roll-out and deployment of PCs, Laptops, Macs and MacBooks.
Providing advice on procedures for hardware and software to protect systems from viruses and hacking.
User State Migration Tool (USMT)/Backup & Restore File and settings transfer wizard.
Troubleshoot hardware, software and networking issues.
Helpdesk support with remedy services and Service Now (Incident Console) and creating several knowledge bases articles.
Desktop support, both remotely and face to face.
Setup and troubleshoot local and network Printers, multifunction, scanners, 3D printers and Laser Cuter.
Building new PCs with Ghost images, Altiris Console and System Centre Configuration Manager (SCCM)
Designing, managing and deploying OS X for Mac using management tools and NetRestore.
Deploy images and packages to be installed on PC using Altiris Console and SCCM.
Supporting and troubleshooting most Interactive System, including Smartboards, Video Conference, AMX (Audio Video Control Systems), Simulation Manikin and Audio and Video Systems.
Creating and modifying scripts for Altiris Console.
Installing and updating several applications.
Installation of cabling data and phone lines.
17 August 2009 – March 2011
DET - (Chiefly College Mt Druitt Campus)
Western Area, NSW
Technology Support Officer
Roll Out of laptops for students.
Commissioning and assignment of laptops.
Desktop Support.
Building and re-imaging PCs/laptops with SOE build discs.
Troubleshoot hardware, software and network issues.
Building new PCs with ZENworks images.
Supporting users with Windows XP and 7 troubleshooting and MS Office and other MS products.
Weekly reporting to the regional officer.
Creating new users and adding them to the right group policies in Novel.
Installing and updating several applications.
Installation of cabling data and phone lines.
Other Helpdesk duties, supporting daily request (Reset Password, Unlock account, Backup-restore, etc).
11 August 2008 – 14 August 2009
TAFE NSW
Western Area, NSW
Computer Support Officer
Successful migration from Windows XP to Windows 7 system wide.
User State Migration Tool (USMT)/Backup & Restore File and settings transfer wizard.
Installation of cabling data and phone lines.
Building and re-imaging PCs/laptops with SOE build discs.
Troubleshooting hardware, software and networking issues.
Supporting users with Windows XP and 7 troubleshooting and MS Office and other MS products.
Building new PCs with Ghost images and (Altiris Console).
Deploying images and packages to be installed on PC's using (Altiris Console).
Installing and updating several applications.
Installation of cabling data and phone lines.
Other Helpdesk duties, supporting daily requests (Unlock account, Backup or restore, etc).
31 January 2008 – 8 August 2008
Gallagher Bassett
North Sydney, NSW
IT Helpdesk Level 1/2
Creating and reporting with helpdesk software (Altiris Console)
Supporting users with troubleshooting on phone, remotely and face to face if needed.
Supporting users with Windows XP troubleshooting and MS Office and other MS products.
Supporting users with enquiries relating to Lotus Notes and other software.
Creating macros and supporting some databases with MS Access and MS Excel.
Building new PCs with Ghost images.
Creating new users and adding them to the right group policies in Active Directory.
Installing and updating several applications.
Schedule weekly and daily backup system and data recovery.
Knowledge of Surf control for web proxy.
Discovering and removing PC viruses using industry standard software tools.
Installation of cabling data and phone lines.
Other Helpdesk duties, supporting daily requests (Unlock account, Backup or restore, etc).
December 2005 – 23 January 2008
Madavari Computers
NSW
Desktop Support and Network
Installing and configuring 2003 Small Business Server.
Fitting and setting up several routers, switches and network cables.
Installing and configuring networks and sharing printers.
Installing and setting up Windows XP workstations for users.
Installing and updating several applications.
Supporting users for troubleshooting on phone, remotely or face to face if needed.
Schedule weekly and daily backup and data recovery.
Discover and remove PC viruses using industry standard software tools.
20 August 2007 – 24 September 2007 (Temp)
Eleven Marketing
NSW
Desktop Support and Database Manager
Some knowledge of SQL and CRM websites.
Installing and configuring network and sharing printers
Predictive dialler management and Database administration.
Administering and maintaining customer built CRM application.
Daily updating and supporting the database using (MS Excel, Access and SQL).
Creating macros to support users and saving their time.
Installing and setting up Windows XP workstations and several applications.
Supporting 2003 Small Business Server.
Supporting users for troubleshooting on phone, remotely or face to face.
Schedule weekly and daily backup system and data for recovering any lost data.
Discover and remove PC viruses using industry standard software tools.
May 2006 - June 2006
Reboot PC for Australian Department of Defence
NSW
Level 1 Network Support
Supported users for the rollout and migration of profiles.
Repaired and rebuilt old and new computers with SOE 125 System.
Troubleshooting several applications including Lotus Notes, Emails and other special applications.
Troubleshooting network including Printers, Map drives and sharing directories.
2001 - 2005
Crane Metals Group
Penrith, NSW
Desktop Support Officer
Saved Crane Metals Group approximately $25,000.00 by computerising and creating a database for invoices that prevented duplication and double payments.
Redesigned database using MS Access to secure and organise the quality of certificates for fully computerized customer correspondence.
Created a database using MS Access to carry and analyse monthly customer complaint reports.
Worked with the EUC team and audited soft and hardware, while creating a system upgrading database.
Saved time by installing SOE and built many PCs using Symantec Ghost.
Regular quarantining of network and PC's.
Migrated users’ profiles and Data from one system to another.
Built and operated new desktop and notebook units from scratching including HP, Dell and Compaq.
Installed and set up numerous operating systems with network including Windows 98, ME, NT4, 2000, XP and Citrix thin Client (NCD).
Installed and operated several applications software such as MS-Office (Word, Excel, Access, Outlook Express and PowerPoint), MS Exchange Server, TTWIN Masterpack (Terminal Emulation), Antivirus software and other utility programs.
Installed and setup different network hardware including printers, scanners and multi systems.
Worked on sourcing drivers and customizing installations.
Other tasks including editing visual basic macros for MS Excel and MS Word, redesigning MS Access databases and sharing desktops.
Jun 2000
Southmark Solutions
North Ryde, NSW
IT Support
Support of desktop users, including problem solving.
Building desktop machines from scratch.
Sourcing drivers and customizing installations.
Assisted in the installation of hubs
Operated as a fully functional staff member.
1995 - 1997
Compass Tulip
Egypt
IT Support
Assembling & upgrading PCs.
PC Software & Hardware Maintenance.
Troubleshooting Hardware & Software issues.
Operating System Installation (Windows 95 & 98 & NT4).
Customer Service Following follow-up.
Giving Introduction Courses to new users.
Network installations using Windows 95 & 98 & NT
Education
2007
Northern Sydney Institute
MeadowBank, NSW
Cisco Networking Academy Program
Cisco Certified Network Achievement (CCNA).
1999 – 2001
Northern Sydney Institute
Meadowbank, NSW
IT Support and Network
Completed Diploma of Information Technology majoring in PC and Network.
Jun 1995
Charles Stuart University
Wagga Wagga, NSW
Professional Attainment In Accounting
Assisted the degree of Bachelor of Commerce (Correspondence Course)
1982 – 1986
Cairo University
Cairo, Egypt
Accounting
Degree Of Bachelor Of Commerce
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